{"schemaVersion":"jobsearcher.job.v1","id":"ddd81c8dfc841a44ed5432f5","url":"https://jobsearcher.com/jobs/ddd81c8dfc841a44ed5432f5","canonicalUrl":"https://jobsearcher.com/jobs/ddd81c8dfc841a44ed5432f5","title":"Technical Support Engineer","description":"Technical Support Engineer 4 / Escalation EngineerProvides technical support to customers and partners. The Technical Support Engineer ensures mission-critical systems operate smoothly by diagnosing, troubleshooting, repairing, and debugging NetApp products. The role handles complex issues escalated beyond first-line support and requires strong hardware and software expertise, a proactive problem-solving mindset, and a commitment to excellent customer service. Occasionally designs and delivers technical training/brown-bags. Reports design and reliability problems or code issues to software engineering. A strong interest in AI and openness to using AI-driven tools is considered an added value. Person should be willing to work during weekends night shift for Fri, Sat, Mon to manage high critical/Priority customer calls/cases managed through the queues.Job RequirementsGood written and verbal communication skills.Good interpersonal communication and customer service skills.Strong aptitude for learning new technologies.Ability to follow standard engineering principles and practices.Creative approach to problem solving.Understanding of AI tools, systems and practices.Key ResponsibilitiesAddress technical issues unresolved by initial NetApp product support.Collaborate with other NetApp Technical Support teams or escalate cases to Engineering for complex problems.Create knowledge base articles to share information and best practices.Specialize in NetApp Ontap architecture, Core, Hardware, WAFL, NAS, SAN, Performance areas developing deep technical expertise.Troubleshoot challenging technical issues, always prioritizing excellent customer service.Technical Skills PreferredData Protection & Backup Expertise: Enterprise backup tools, Replications technologies, backup strategies, recovery conceptsStorage Systems: NetApp Ontap Architecture, Core, Hardware, SAN (iSCSI/FC), NAS (NFS, CIFS/SMB), object storage (S3)Networking Fundamentals: TCP/IP, VLANs, routingVirtualization & Platform Integration: (Vmware and Container Storage)Cloud & Hybrid Storage: General knowledge of various cloud concepts including S3, Blob, EBS...Operational & Troubleshooting Skills: Root cause analysis across storage, network, and backup layers and Performance analysisAdditional exposure such as: UNIX/Linux configuration, administration and technical supportMicrosoft Windows environment configuration, system administration and technical supportThe interoperability of some enterprise applications (such as Oracle, SAP, Microsoft Exchange or Microsoft SQL Server) with storage systems and solutionsServer, and Desktop Virtualization Solutions (such as VMware, Hyper-V, XenServer...)Backup Solutions with enterprise applicationsSnapshot/ShadowCopy technologyEducationMinimum 10 years in a similar technical support role.Bachelor's degree in Engineering or Computer Science, or equivalent experience.The target salary range for this position is 125,000 - 135,000 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package.","company":"NetApp","rawCompany":"netapp","city":"Durham","state":"NC","isRemote":false,"isActive":false,"createdAt":"2026-11-06T01:49:51.847Z","occupations":[{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"},{"code":"518210","title":"Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services","slug":"computing-infrastructure-providers-data-processing-web-hosting-and-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer","description":"Technical Support Engineer 4 / Escalation EngineerProvides technical support to customers and partners. The Technical Support Engineer ensures mission-critical systems operate smoothly by diagnosing, troubleshooting, repairing, and debugging NetApp products. The role handles complex issues escalated beyond first-line support and requires strong hardware and software expertise, a proactive problem-solving mindset, and a commitment to excellent customer service. Occasionally designs and delivers technical training/brown-bags. Reports design and reliability problems or code issues to software engineering. A strong interest in AI and openness to using AI-driven tools is considered an added value. Person should be willing to work during weekends night shift for Fri, Sat, Mon to manage high critical/Priority customer calls/cases managed through the queues.Job RequirementsGood written and verbal communication skills.Good interpersonal communication and customer service skills.Strong aptitude for learning new technologies.Ability to follow standard engineering principles and practices.Creative approach to problem solving.Understanding of AI tools, systems and practices.Key ResponsibilitiesAddress technical issues unresolved by initial NetApp product support.Collaborate with other NetApp Technical Support teams or escalate cases to Engineering for complex problems.Create knowledge base articles to share information and best practices.Specialize in NetApp Ontap architecture, Core, Hardware, WAFL, NAS, SAN, Performance areas developing deep technical expertise.Troubleshoot challenging technical issues, always prioritizing excellent customer service.Technical Skills PreferredData Protection & Backup Expertise: Enterprise backup tools, Replications technologies, backup strategies, recovery conceptsStorage Systems: NetApp Ontap Architecture, Core, Hardware, SAN (iSCSI/FC), NAS (NFS, CIFS/SMB), object storage (S3)Networking Fundamentals: TCP/IP, VLANs, routingVirtualization & Platform Integration: (Vmware and Container Storage)Cloud & Hybrid Storage: General knowledge of various cloud concepts including S3, Blob, EBS...Operational & Troubleshooting Skills: Root cause analysis across storage, network, and backup layers and Performance analysisAdditional exposure such as: UNIX/Linux configuration, administration and technical supportMicrosoft Windows environment configuration, system administration and technical supportThe interoperability of some enterprise applications (such as Oracle, SAP, Microsoft Exchange or Microsoft SQL Server) with storage systems and solutionsServer, and Desktop Virtualization Solutions (such as VMware, Hyper-V, XenServer...)Backup Solutions with enterprise applicationsSnapshot/ShadowCopy technologyEducationMinimum 10 years in a similar technical support role.Bachelor's degree in Engineering or Computer Science, or equivalent experience.The target salary range for this position is 125,000 - 135,000 USD. The salary offered will be determined by the candidate's location, qualifications, experience, and education and may be outside of this range. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package.","datePosted":"2026-11-06T01:49:51.847Z","dateModified":"2026-11-06T01:49:51.847Z","hiringOrganization":{"@type":"Organization","name":"NetApp","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Durham","addressRegion":"NC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"ddd81c8dfc841a44ed5432f5"},"url":"https://jobsearcher.com/jobs/ddd81c8dfc841a44ed5432f5"}}